Support

Account and sign-in

• Forgotten password: use Forgot password on the sign-in screen. The reset link is sent to your account email.
• No confirmation email: check spam, then email us — we can confirm the address manually.
• Signed in with Google: use the same Google button each time. Signing up separately with an email and password creates a second, empty account.

Subscriptions and billing

Premium unlocks the AI Coach, the Injury Risk Index, full Strength and cardio analysis, 90-day trends, projections, global leaderboards and data export.

• Managing or cancelling: if you subscribed in the iPhone app, your subscription is held by Apple. Open the Settings app, tap your name, then Subscriptions. Cancelling there stops the renewal and you keep access until the period ends.
• Refunds for App Store purchases are handled by Apple at reportaproblem.apple.com. We cannot issue them on Apple's behalf, but tell us what went wrong and we will fix the underlying problem.
• Restoring a purchase: if Premium does not appear after reinstalling or changing device, open Settings → Billing in the app and tap Restore purchases.
• Charged but still on Free: email us with the date and we will reconcile it against the purchase record.

Tracking, devices and sensors

• GPS stops when the screen locks: Split Index needs Location set to Always to keep recording a locked-screen run. iOS Settings → Split Index → Location.
• Heart rate straps: we connect to any monitor that uses the standard Bluetooth heart-rate profile, including Garmin and Polar straps. Wake the device and make sure no other app holds the connection — Bluetooth sensors pair with one app at a time.
• Apple Health heart rate:grant access in iOS Settings → Privacy & Security → Health → Split Index. If you declined the first prompt, iOS will not ask again and it must be enabled there.
• A session did not upload: sessions recorded without signal are queued on the device and sent when you are back online. Reopen the app while connected. If it has not cleared, email us before deleting the app — uninstalling discards the queue.

Your data

• Exporting: Premium accounts can export activities as CSV or JSON from Settings.
• Deleting your account: email privacy@splitindex.co.uk from your account address and we will delete your account and its data.
• What we collect and why is set out in the Privacy Policy, including location, health and sensor data.

Reporting content or behaviour

Split Index has social features — comments, leaderboards and public profiles — so some of what you see is written by other people. We do not allow harassment, abuse, impersonation, or content that is sexual, violent, hateful or otherwise objectionable.

To report a comment, profile or username, email support@splitindex.co.ukwith the word "Report" in the subject, plus the username involved and what you saw. We aim to review reports within 24 hours and will remove content and suspend accounts where our rules have been broken. If you are in immediate danger, contact your local emergency services first.

Scores and training guidance

Split Index is an analytics tool, not a medical device, and nothing in the app is medical advice. Scores, the Injury Risk Index and any coaching output are estimates from the data you log. If something hurts, or you are unsure whether training is safe for you, speak to a qualified clinician. How the scores are calculated is documented in How scoring works.

Accessibility

We aim for WCAG 2.2 level AA and are not there yet. The accessibility statement says honestly where we fall short. If something in the app is unusable for you, email us and we will treat it as a bug, not a request.